Pnp customer service representative are clueless

I wanted to know more about the smart shopper points system and how it works if you have a tymebank account. I called the smartshopper customer care number and got through to an individual who was rude and not very savvy on his product knowledge, I moved to tymebank as it was a much more affordable banking option, I moved my salary over and the smartshopper points system influenced my decision as well, I was with Fnb previously and I enjoyed the service I got from them, they have well informed people who know their product and take pride in their jobs. The Gentlemen I spoke to had no customer service skills, he was clueless on the product so now I ask myself, am I paying less so this means I should not expect much?